Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used vehicle from Freedom Ford. They gave documentation stating they did a diagnostics on vehicle and cleares it. Within 30 days vehicle began acting up. Put it on diagnostics and found out it had a STORED CODE for a mechanical issue. Took it back. Freedom Ford acknowledged they only did a visual check not a diagnostics but now refuse to pay to fix it. They took vehicle to a shop, had it diagnosed themselves but now want us to pay 2 grand for repairs when they falsified documents saying the truck was put on diagnostics. They have had vehicle taken apart and it is now sitting not fixed going on 3 weeks. ***** returns calls. ***** is doing anything. Why should we have to pay when they lied? At one point they said they would give different truck but then walked back on that. After reading several reviews it appears this scam is a running theme of theirs. We even said we were happy to see a diagnostics was done because otherwise we would have done it ourselves. They are unethical. I have copy showing they cleared it but can not upload it. Can send by email if needed.

  Customer Answer

  Date: 02/01/2025

  Hello

   

  I would like to inform you that I have had communication from both the ** and *** ** ******* ****. They have both assured me that the truck will be fixed at their cost. This was on December 31st. As of today (Jan. 2nd) I have not received any other updates on when the vehicle will be fixed. I will be sure to update as I am updated.

   

  Thank you

  Samantha 

  Customer Answer

  Date: 29/01/2025

  this is for

  *****************************************************************************

   

  Freedom Ford has contacted me and they have fixed the issue

   

  thank you

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -traded in and purchased used vehicle Friday Nov 8/24 -said it would be ready for pick up early the next week, told them I could wait until my first day off work (the following Fri)-on Fri, the safety inspection paperwork wasnt done, hitch not installed (one of the sale terms), was missing a headrest that they hadnt replaced because it didnt pass inspection, and they said the four new tires they put on didnt match and they were waiting on one tire. -I left the lot in a dealer loaner and manager J. Ichtay said to go for supper and bring him the receipt, theyd pay for it. They messaged me close to closing time, I returned the loaner, gave *. ****** the receipt, and left without the hitch and headrest and told to call in the next day and make an appointment with service and Id be put in loaner -Nov 18th I showed up and was offered an ****** which is not what I was promised. After an hour wait, I was driven to Budget to get into a vehicle. -Dec 6th, I checked my bank account and for the last month Ive been making 2 car payments bi/w. I phoned the lending bank from my trade in and they said Freedom has not paid them and until they do theyll continue to auto withdrawal biweekly -Dec 6th, I called finance *. ****** and asked why my traded in vehicle wasnt paid off yet. He told me hed have to call me back first thing Monday after talking to Accounting. He said that on Nov 29th they cut me a cheque for $347, but he was unsure of where it was -Dec 9th - never heard from **** all morning, I called him at 1200hrs - he said hed call me back in 20 minutes *****hrs he called back and said it looks like it was paid off Dec 4 (not Nov 8), hes not sure why they waited and that hed look into getting the cheque couriered right away and would get back to me -I called at 1420hrs, 1555hrs, 1706hrs and 1827hrs, leaving messages with reception and **** -on the last call reception told me everyone that could help me was gone for the day and to call tomorrow.

• Initial Complaint

  Date:19/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June10/23 l test drove a vehicle at Freedom Ford in Edmonton. Afterwords I was taken to a cashier and told to pay $500.00 before I could see a financial advisor. After seeing this advisor ***, I was told that he would call me. On Monday June 12/23, I called the salesperson I dealt with and informed him that I wanted a refund on my deposit. I was told that an approval would have to be obtained by their team and then it would be sent to accounting, for a cheque to be cut. To date I have not received the $500.00 deposit or any word. about when I could expect to receive it. I have nothing, no car and no money paid.

  Business Response

  Date: 19/06/2023

  We will proceed to refund back ****** ******* 

  Customer Answer

  Date: 21/06/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20204758, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** *******
  

• Initial Complaint

  Date:31/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 02,2022 I went to Freedom Ford in Edmonton and purchased extended warranty and oil change service for my vehicle that I had purchased there. On December 05/2022 I noticed a leak coming from the front of my vehicle and booked the truck in to have it looked at and repaired. January 02/2023 The vehicle went in to be asessed and was told that some o-rings needed to be replaced that were not covered by warranty and the charges would be around $600-$700 dollars. Questioning the validity of this asessment i booked the truck in with my mechanic that i have used for years and trust for a second opinion. Febuary 03/2023 The truck was taken into my mechanic and he diagnosed the issue being the water pump and some hoses. I authorized the correct repair and paid for the services. Febuary 10/2023 I contacted the dealership after leaving a review on their website to complain about the misdiagnosis and service provided. After speaking with multiple managers i got through to ***** ********** and he was going to look into the matter and call me back. I requested a refund of the service contract that they did ot honour and misdiagnosis leading to the out of pocket expense. March- exact date unknown, I called back to see if they had made any progress and was told by ***** the part that was replaced should have been under warranty and they would pay for the part and labour. I was instructed to call back at the end of the day to discuss it further as he was busy. I tried calling and left a message for a return call March 22/2023- Called left message March 28/2023- Called left message March 30/2023-Called left message After being nable to reach ***** ********** and leaving multiple messages with no return call i felt the need to escalate this issue to proper authoraties. I request a full refund for the out of pocket repair for the truck, as well as the refund for the extended warranty contract that was not honoured.

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In august of 2022 I found a 2014 silverado that freedom ford had after a few other vehicles did not meet my standards. I signed the papers and left with it a few days later. Then I noticed the truck was driving funny, (rough shifts) the engine seemed noisier than usual and the brakes started to squeal. When I brought it back they said it was fine and that the brakes needed to be bedded in as they were changed yet it turned out to be some anti vibration clips put in wrong, which was what a canadian tire service technician found. The rough shifts / hiccups never occurred when the technician at freedom ford drove it around so there wasn't a fix. I lived with it until we get to right about now where I got a low oil pressure warning and the truck became inoperable. So I had it towed to freedom ford for them to a run a $200 diagnosis to tell me my truck needs a new engine. It generated a knock while tests were being completed. I was going to get it towed to a personal mechanic as he had a good suggestion as to why the engine would have no oil pressure until freedom called me to say I need a new engine, that'll be $13500. The truck is worth $27000, I have a warranty with ******* although they only cover $3000 therefore I'm hooped. They refuse to do a engine rebuild or even to get me a burner vehicle, seems like they only offer extra services to specific customers as I got denied for a rental or a taxi several times. I only put 10000km on the truck in 7 months. Now I pretty much have to work hard to pay off a lemon or file bankruptcy. There is no protection which is terrible because this is my first finance. I will most likely will be telling people I know to steer clear of freedom ford, not trustworthy at all.

  Business Response

  Date: 03/04/2023

  Freedom Ford has offered the customer a few options. Offers included paying a portion of the difference on the engine or trading into another vehicle.

   

  Customer was happy trading it in towards a newer vehicles and was also happy with the trade in value, unfortunately he was not able to get approved for financing. 

   

  We cannot provide a loaner vehicle at this time because no decision has been made on how the customer wants to proceed. 

   

  Freedom ford will stand behind the work they preform when a customer purchases  pre owned vehicle for 3 months and 5000 km, the customer has gone over both of these in this situation. 

• Initial Complaint

  Date:09/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 3rd 2022 I was browsing for a new car. I received a call around lunch time from representative to whom I told that I would like to put down a larger down payment to reduce my financing. I was called in store to come discuss further and test drive the vehicle. Once I got there I was handed over to another agent who offered me to take me for test drives different trims. I asked if the vehicles had winter tires and I was told all their vehicle are equipped with all season tires. First vehicle was a lower module that I did not enjoy. So they had me try a stronger power vehicle for which I multiple times had to ask if it had all season tires (I asked cause the car for sliding) and to that I was assured that it did. Towards the end of the test drive while turning in to their parking lot my speed was less than 10km/h the car kept sliding till it touched a pole. I was told by the agent sitting with me to remove the vehicle from there to park it infront and it was not a problem. Their team tried to have me sign a document after the fender bender that I refused to sign till I saw some policy. They did not allow me to leave (had my personal car keys) till I gave them my personal car insurance and my credit card information. They tried very hard to make a sale saying that they will make the accident go away. They even told me that they have had ford replace such minor stuff as transportation damage. I asked to sleepover it to leave the situation. I took pictures of everything including the tires. Which later at night researched were summer tires. They had me driving in summer tires in this conditions. I learned about them lying about the tires, bad review online and something similar had happened to another customer in the past. Also the car's emergency braking, and forward collision warnings did not work. Now they are asking me to pay $7,400 cash or they will have my insurance pay in that case my insurance will go up and It will damage my clean driving record.

• Initial Complaint

  Date:20/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28 2022 we purchased a used vehicle from Freedom Ford. We told the salesman we would not be driving the vehicle right away as we didnt need it for around a month. They were told this several times as they called to see how the vehicle was. We drove the vehicle home from Edmonton which was around 350 km and it was parked in the shop. On August 30 we drove the vehicle for the first time and didnt get very far and the heater motor/ac started giving trouble. The ac was working on the drivers side but the passenger side was blowing hot air. We opened the sun roof and the weather stripping fell off. We called Freedom Ford and were told to bring the vehicle in for inspection. They informed it needs $2900 worth of repairs. Also on the service report it states that the brake calipers are sticking and the brake fluid needs changed even though it was supposed to have had a full inspection done before we bought it. Freedom Ford will not stand behind anything or help to pay for any of the repairs. We drove the vehicle home 350 km and already started having issues.

• Initial Complaint

  Date:02/09/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted freedom ford about purchasing a used 2018 ford expedition platinum max, advertised with rear seat entertainment options. This was what I was looking for so proceeded with the sale. I mentioned to the sales man several times that we did lots of road trips and have small kids so we were excited about the entertainment units. We were trading in our 2015 for edge which they offered $16800 for and we accepted. As part of the purchase we also bought floor mats for the vehicle including 2 for the rear cargo space at a cost or $650. I'll also mention we live in vanderhoof so this was all done remotely and we relied on the salesman and sales manager to be honest and transparent with us. After we received the paper work/ bill of sale to sign I noticed the trade in price was only $15000. I called the finance guy and he was confused so got the salesman to call me to which he gave a confusing explanation about tax credits and what not. Didn't make much sense but we proceeded with the sale anyways. Upon receiving the vehicle we discovered the rear seat entertainment units don't work, smashed screen ($3800 value) and we didn't get the cargo mats we paid for ($350) value and only 1 key instead of the two that were agreed upon ($500) value. Total value of $4650. Not to mention the $1800 they basically stole from the trade in value. I spoke with the sales manager and he assured me they would take care of the key, mats and replace the entertainment units with tablets and accessories. It's now been 3 weeks since then and they won't reply to my emails or calls and I haven't received any reimbursement.

• Initial Complaint

  Date:03/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed an agreement for a new Ford F250 with a trade in and difference of $25,500. I agreed to pay $1000.00 deposit to start the process. When the truck arrived they stated that it increased by $3,100.00. It was not the agreed price so I asked for the refund deposit. It was declined. I didn’t try and change the deal, it was not the agreement, therefore my deposit should be returned.

  Business Response

  Date: 21/06/2022

   This issue has been resolved with the client as per  my  Sales Manager *****  ************

    Thank you.

   

  Customer Answer

  Date: 22/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/05/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 8, my son and I signed a purchase contract for an $8500 vehicle and placed a $500 deposit. We indicated we would like financing but if the financing was high we would pay cash. This was to both the salesperson and the finance person. The vehicle was awaiting inspection as well We were advised two days later that the financing proposal was confusing from the bank and told the salesperson we would pay cash and would get a cheque. He said he would prep the vehicle On May 10, My son confirmed a time to go into the dealership and received a copy of the mechanical report. The salesperson advised that the vehicle was being worked on the address the mechanical small concerns He went in with a certified cheque for the balance and was told that the car was sold to someone else the day before (by a sales manager) despite the sale contract. He was told that the contract wasn’t legally binding. Conflicting explanations from the dealership do no explain what happened. Online the car is now listed for $10000 and when I queried with a salesperson I was told the car was pending. Conversations with the salesperson, general manager and area manager are telling different stories and do not recognize the contract as binding. One told me the car is sold for 8500 to someone else and that we refused financing, another told me it sold for less than 8500 and that we weren’t approved for financing and that no one told the finance manager we would pay cash. I believe the dealership simply wanted to sell the car for more as the car is listed today for 10k.